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PAGE 9 <br />CIVICREC RECREATION MANAGEMENT SYSTEM <br />Ongoing Services <br />Technical & Ongoing Support <br />• Live technical support engineers based in the U.S. <br />• Weekday business hours: 7 a.m. – 7 p.m. (CST) <br />• Contact via phone, email, and live chat <br />• 4-hour response during business hours <br />• 24/7 emergency technical support for named <br />points of contact <br />• Self-Service CivicPlus Help Center for tutorials and <br />user guides <br />• Assigned customer success manager to ensure your <br />complete and ongoing satisfaction <br />Maintenance <br />• Regular review of site logs, error messages, <br />servers, router activity, and the internet in general <br />• Full backups performed daily <br />• Regularly scheduled upgrades, fixes, <br />enhancements, and operating system patches <br />• Testing and Development <br />Hosting & Security <br />• Hosting with Azure’s geographically distributed <br />regions <br />• Cloudflare Content Delivery Network <br />• Amazon Aurora (Aurora) fully managed relational <br />database engine <br />• 24/7/365 system monitoring, system availability, <br />and performance <br />• Server firewalls, anti-virus scanning, IP logging and <br />filtering, and application security monitoring <br />• Software updates and security patches <br />• Disaster recovery with local, replicated servers and <br />off-site encrypted backups <br />• PCI Compliance with CivicPlus Pay - a Level 1 PCI <br />DSS certified payment gateway <br />“It’s clear to us that CivicRec has always <br />been willing to listen to the recreation <br />professionals that they work with. It’s that <br />type of collaboration that has allowed us <br />both to grow. CivicRec has always been <br />willing to listen to our needs and understand <br />the features and functionality that we need.” <br />— Neely M., Administrative/Programs Assistant, <br />Cherokee Recreation & Parks Agency <br />CivicPlus’ Technical Support Team has been <br />honored with one Gold Stevie® Award, <br />three Silver Stevie® Awards, and five Bronze <br />Stevie® Awards, which are the world’s <br />top honors for customer service, sales <br />professionals, and more. <br />• Total Tickets – 103,759 <br />• Average Chat Response – 3:48 Minutes <br />• Average Phone Response – 7:57 Minutes <br />• Customer Satisfaction Score – 95.7% <br />• Solved in One Touch – 71.2% <br />Award-Winning <br />2021 Support Metrics